IT Service Delivery Director

This is a fully remote position, open to applicants in Europe.

📋 Description

• Develop and implement the EMEA Service Delivery strategy in alignment with Wabtec's global Digital Workplace strategy and business objectives.

• Act as the primary leader for Digital Workplace Service Delivery in the EMEA region.

• Convert global IT strategies, standards, and transformation projects into regional implementation.

• Oversee and manage Digital Workplace Service Delivery throughout EMEA, encompassing onsite support, Field Services, workplace technology assistance, end-user computing, hardware lifecycle management, and regional operational support.

• Track incidents, service requests, escalations, backlogs, asset governance, and operational service metrics.

• Initiate corrective actions and drive continuous improvements when service performance does not meet expectations.

• Advocate for employee productivity, responsiveness, self-service, knowledge management, proactive support, and automation.

• Establish and oversee regional KPIs, SLAs, operational scorecards, and service enhancement plans.

• Deliver executive-level reporting on service health, risks, business impact, and improvement initiatives.

• Propel modernization through automation, proactive support, digital experience management, self-service, AI, and enhanced support channels.

• Cultivate trusted relationships with EMEA executives, business leaders, site leaders, and technology stakeholders.

• Serve as the main regional escalation point for Digital Workplace service concerns.

• Lead, mentor, and develop Service Delivery Managers, support teams, and regional Digital Workplace personnel.

• Oversee regional suppliers, contracts, operational budgets, forecasts, resource needs, and service expenditures.

• Direct Service Delivery workstreams for acquisitions, divestitures, new locations, site transitions, expansions, and business transformations.

• Ensure adherence to security policies, technology standards, controls, and regional regulatory mandates.

• Provide executive leadership during significant incidents and support technology continuity and recovery planning.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field, or equivalent relevant experience.

• Over 10 years of progressive IT experience, including significant exposure to enterprise IT Service Delivery, Digital Workplace, End User Computing, or IT Operations.

• More than 5 years of leadership experience, including managing geographically dispersed teams.

• Proven experience in managing IT services across multiple countries within the EMEA region.

• Experience working within a large, complex, global organization.

• In-depth understanding of IT Service Management practices, including Incident, Request, Problem, Change, Knowledge, Asset, and Service Level Management.

• Background in managing Field Services, onsite IT support, workplace technologies, and end-user services.

• Proven capability in managing service providers and ensuring suppliers meet contractual and operational outcomes.

• Strong experience in defining and managing SLAs, KPIs, service reviews, and continuous improvement plans.

• Strong financial, resource, and operational management skills.

• Demonstrated ability to influence senior business and technology stakeholders across various countries and cultures.

• Executive-level proficiency in written and verbal communication.

• Willingness and ability to travel throughout EMEA as necessary.

• ITIL 4 Foundation or advanced ITIL certification.

• Familiarity with ServiceNow ITSM, reporting, dashboards, Service Catalog, Knowledge Management, and workflow automation.

• Experience with Digital Employee Experience platforms such as Nexthink.

• Proficiency in Microsoft 365, modern endpoint management, Intune, Windows/macOS, collaboration technologies, and enterprise workplace technologies.

• Experience leading technology operations in manufacturing, industrial, engineering, or other critical business environments.

• Background in supporting acquisitions, divestitures, TSA exits, new-site integrations, or large-scale technology transformations.

• Proven success in implementing self-service, automation, proactive support, or AI-enabled service capabilities.

• Experience managing a blend of internal teams and outsourced service providers.

• Strong understanding of endpoint security, asset lifecycle management, CMDB/data governance, and modern Digital Workplace practices.

• Proficiency in additional European or regional languages is a plus.

🏝️ Benefits

• Remote work options available.

• Equal Opportunity Employer.

• Workplace accommodations provided upon request.